What happens when you serve every single customer — from students to enterprise — with the same white-glove experience? At Notion, it created a CX challenge that traditional automation couldn't solve, forcing them to rethink the entire human-AI balance.
Emma Auscher, Global Head of CX, tells Ashish how Notion's "no customer left behind" philosophy led to a counterintuitive discovery: implementing AI increased both automated resolution rates and human agent interactions simultaneously. Rather than typical deflection strategies, they're creating what Emma calls "everyday luxury" experiences.
Topics Discussed:

Transforming CX from reactive cost center to proactive innovation leader using AI-driven behavioral data and engagement analytics.
Implementing "no customer left behind" support philosophy that serves students and enterprise clients with equal white-glove treatment.
Building Voice of Customer programs that span sales, success, product, and research teams with cross-functional data integration.
Balancing human-AI interactions where both automated resolution and human agent engagement increase simultaneously through strategic task allocation.
Creating "everyday luxury" AI experiences that prioritize customer value enhancement over traditional deflection metrics and cost reduction.
Managing global CX operations across 80% international user base using regional hubs with culturally-adapted strategies and multilingual teams.
Developing knowledge management systems as foundational AI use case requiring dedicated content creation and documentation roles.
Building CX career progression paths that upskill support agents into product management, engineering, and strategic operations roles.

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